Consumer Sales Lead (Call-Centre) at Coloplast

Consumer Sales Lead (Call-Centre)

Responsible for the tactical & operational management of the in-office Consumer Sales department, ensuring proper execution of our Patient Support Programs and Partnership Sales Model. This role will proactively manage the day-to-day operations of the team, ensuring compliance with all procedures. Through talent management, excellent execution and continuous improvement you will ensure that goals are met. Additionally, you’ll be directly responsible for the management, performance and daily support of direct reports within the Consumer Sales team, acting as the key driver for performance and overall development of the team.

You will be part of the Coloplast South Africa Team and report to the Head of Direct Operations.

Your key responsibilities will be

• Daily management of Consumer Sales team
• Conduct team meetings and one on one dialogue, which support the professional development of the team as well as fostering a productive learning environment
• Monitor, measure, manage, coach and motivate team members to effectively engage with consumers and other stakeholders with whom the team interacts
• Responsible for managing the implementation of all Consumer Sales processes, ensuring alignment, education, efficiency and compliance at all times
• Ensure team members are immediately informed of, and held accountable for, new products, processes, and procedures so they can better serve consumers
• Responsible for quality assurance procedures and monitors team phone calls to ensure high level of knowledge, skills and abilities; adherence to all relevant internal and external legislation and guidelines
• Ensures optimal utilization and innovative use of the Coloplast systems landscape in the Team
• Continually strive to develop, update and streamline operations, ensure alignment with general policies and procedures of overall Consumer organization, as well as grow our business in line with out our mission, values and vision
• Engage in cross functional coordination and capacity planning
• Proactively seeks opportunities in the development, implementation, and ongoing maintenance of strong sales models as well as approaches to support our consumer experience

Professional qualifications

• At least 3 years of management / supervision experience in an internal sales environment
• Proven track record and experience in a consumer (business to consumer) focused environment, preferably a call centre
• Successful track record of developing a high performing team(s), including the use of ongoing effective coaching techniques
• Tertiary qualification is an advantage
• Previous experience in the Health Care industry is an advantage